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Client Support Lead

Resolver London Bridge

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Resolver is looking for a positive and outgoing Client Lead to ensure our clients and consumer users receive the highest level of customer service. As the UK’s most trusted free complaints website, Resolver works hard to champion better outcomes for everyone with fast, jargon-free issue resolution. We work across the consumer marketplace, providing advice and tooling to businesses, regulators, governments and their customers.

 
The Role:
To lead Resolver’s approach and day to day management of client services and bug reporting, ensuring the organisation delivers the highest standards in customer experience, management and resolution. This role reports to the head of customer service and although you will operate as part of a close-knit support team, you’ll impact across the entire business, working with every department.


 

       Working with multiple, remote development teams on multiple client products

       To act as the first point of contact for clients, working collaboratively to ensure quality service and support

       Ensure all enquiries are dealt with in a consistent manner to a high standard – ensuring the customer is left with confidence that their issue has been effectively triaged and prioritised appropriately (in line with the SLA)

       Keep relevant ticket systems are updated with issue status and next steps

       Refining and improving processes based on customer needs and company requirements

       Responsible for obtaining estimations from developers

       Balancing and prioritising BAU, urgent bugs and ad-hoc tickets

       Take ownership of Resolver consumer technical issue tickets

       To use a consistent tone of voice and style, ensuring that our approach exceeds the high expectations customers have of Resolver and ensure relevant ticket systems (Zendesk) are updated with issue status and next steps

       Proactively work with the Product Manager and development team, to ensure issues are resolved quickly and within the SLA

       Bug reporting and creating JIRA cards

      Monitor and respond to consumer technical enquiries

      To deliver client reports summarising the key trends and KPIs

      Champion lines of investigation to feed into improvements to the system and database health.

 

Key Performance Indicators:

       Adoption and adherence of the policy and processes across the team

       Delivery of client support  in line with or exceeding SLAs and KPIs

       Ensuring all Resolver consumer technical tickets are triaged and reported in line with SLAs

 

 

About you:

       Process-driven individual, experienced in supporting and engaging with consumers.

       A passion for delivering exceptional customer experience, and an advocate for the value of effective customer service management

       A natural collaborator, who is comfortable engaging diverse stakeholders and leading them towards an aligned outcome

       Excellent influencing and negotiation skills, with the ability to balance the needs of the customer and also the business

       Desire to innovate, change and improve processes

       Strong communication skills

 

You should have:

      Experience of similar roles previously

      The ability to juggle multiple projects and priorities

      A love for process and working with developers

      Knowledge of the usual systems is helpful, eg JIRA, Trello, Zendesk etc, but not essential

      Good interpersonal skills and the ability to work with both technical and non-technical stakeholders

      Fluency in English and the ability to work in the UK without sponsorship - this role is predominantly based in our London Bridge office (once lockdown is over and we’re comfortable going back!)

 

Our Offer

        A competitive salary

        A matched-contribution pension scheme*

        Private healthcare*

        Office perks such as payday pizza, monthly birthday brunches and fruit boxes

        A creative and relaxed working environment in a beautiful open-plan office

        Smart and collaborative colleagues

        Work laptop

* Pension scheme and private healthcare are available after the completion of your probationary period.

The Interview Process

Our remote interview process consists of:

            –         A 30 minute informal phone chat with our Head of Customer Service to talk about Resolver, your background and experience

            –         A remote video interview of 1-2 hours, meeting with the Head of Customer Service ​and Director of Engineering

 

Interested in working for Resolver? Please send your CV and Cover Letter clicking the button below. No agencies.

 

 

 

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